Team Manager

About Vax

Workplace

• This is a hybrid role requiring at least one day per week on site at the Contact Centre in Droitwich, Worcestershire.

Role Overview

Key Responsibilities

• Recognise and celebrate team success while promoting a high-performance, high-reward environment.
• Lead team meetings and share business updates and performance results.
• Coach, provide feedback and develop team members to maximise performance.
• Conduct quality assurance reviews and improve customer service delivery.
• Own team KPIs including quality, customer satisfaction, adherence, revenue and overall performance.
• Drive continuous improvement through performance analysis.
• Monitor schedules and live queues to maximise service availability and minimise customer delays.
• Manage attendance, conduct, performance improvement plans, wellbeing support and other employee relations matters.
• Act as the first escalation point for team members and support customer enquiries when required.

What You Will Bring

• At least two years of experience in a fast-paced contact centre environment.
• Strong coaching, people management and development skills.
• Experience using reporting and dashboards to identify performance opportunities.
• Clear communication, trust-building and team-alignment skills.
• A track record of achieving or exceeding targets and performance objectives.
• Strong problem-solving skills and confidence escalating risks or issues to senior management.

Working Hours

• The role is 40 hours per week, Monday to Sunday, on a rotational shift pattern with allocated rest days.
• Monday to Friday shifts operate between 8:00 and 19:00; weekend shifts operate between 08:30 and 17:00.

Benefits

• The benefits include a monthly bonus, private healthcare, learning and development, company events, recognition programmes and a pension.